Knowledge and productivity in technical support work

Knowledge and productivity in technical support work

0.00 Avg rating0 Votes
Article ID: iaor20032617
Country: United States
Volume: 49
Issue: 4
Start Page Number: 416
End Page Number: 431
Publication Date: Apr 2003
Journal: Management Science
Authors:
Keywords: knowledge management
Abstract:

In this paper, we examine the process of technical support work and the role of knowledge in enhancing the productivity of such work. We develop the concepts of problem-solving tasks and moves to describe technical support work, while using all resolution time and problem escalation as measures of productivity. Using hierarchical log-linear modeling, we establish the link between problem-solving moves and productivity. We find that the mix of moves exercised in technical support strongly depends on the formulation of tasks by those requesting support. Because the formulation of tasks is performed by users, knowledge management initiatives must target users as well as support providers to have the desired impact on productivity.

Reviews

Required fields are marked *. Your email address will not be published.